Virtual Agent to Agent Chat Interaction Record Short Description

[Eric_Gauthier]

Hello, 

I am working on Implementing ServiceNow's Agent Chat via Service Operations Workspace.  What we are trying to do is when the users are in the Virtual Agent, and then are navigating the menus, and then they are transferred to a Live Agent, we would like information from the menus that they were on last, populate into the Interaction Record's Short Description. Is there a way to do that? 

For example, right now, we are working on a Password reset Topic.  We have applications in the CMDB that they can choose from and either the password is a self-service password reset, and we give them a message indicating that, and if they still need help, they have the options of going to a live agent, or an agent assisted password reset, where once they select the application, it will try and transfer to a live agent if one is available.  So we would like the short description of the Interaction to say "Password Reset for {Application}".  The {Application} being the application that they selected from the menu.  As we would also want this info from the Interaction to copy over to "Create Incident" if the user needs to do so. 

If anyone knows how to do this and can assist, I would greatly appreciate it. 

Thanks,

-Eric 

[Lynda1 · Accepted solution]

We set the short description on live agent chat transfers by setting this variable:

vaVars.LiveAgent_short_description = (we either use a variable from the topic and in some cases we enter the words of what we want when variables are not available for what we need.

[mania]

@Lynda1 

Can you please suggest me where to set that code exactly please give me step by step. It will helpful

Thanks!

Mania

[Lynda1]

I put a script component before the transfer to live chat topic block.

This is the script in this topic

(function execute() {

vaVars.LiveAgent_short_description = vaInputs.which_password + " password";

vaVars.LiveAgent_application = 'itsm';

})()

Both vaVars are OOB, the short description on this topic, I have a input variable I am using and adding the word password after it.

I do this in the Topics instead of the Topic Block because it is easier for me to know where things came from when reading transcripts.

[manisa]

@Lynda1 

I don't have topic bloc. I need to Interaction created from chat has no short description, any idea why they are created blank and did anyone add info that helps agents to understand better before accepting the chat ?

it should not be short description is empty rather like, I need so and so person is requesting for live agent.

Can you please help me on this. It will helpful.

Thanks!

Mania